● Investigated, triaged, and resolved customer cases through the Zendesk queue, maintaining a high customer satisfaction rating. ● Followed an end-to-end ownership approach, including initial troubleshooting, root cause identification, and issue resolution. ● Communicated clearly and set expectations with key stakeholders, such as account managers, engineering departments, and sales teams. ● Created over 100 bug and knowledge articles in Jira for blockchain-related issues, improving team efficiency by 15%. ● Utilized Kibana and Grafana to monitor blockchain network statuses and transaction information, proactively identifying and mitigating potential issues. ● Developed and implemented Grafana dashboards and alerts, resulting in a 10% reduction in system downtime. ● Generated insightful reports using Metabase, providing stakeholders with valuable insights into system performance and customer trends.

● Aided clients using Salesforce with 15% faster case resolution than the company average. ● Tested and debugged client applications, ensuring software stability and functionality. ● Developed and debugged custom SQL queries for clients, improving data accuracy and reporting capabilities. ● Supported software testing, debugging, and documentation processes in Jira. ● Analyzed recurring cases and developed procedures to solve problems and prevent recurrence. ● Provided online product training to over 100 clients across the United States and Latin America, receiving consistently positive feedback. ● Provided client education and live trainings in English and Spanish (U.S. & LATAM).

● Approve in-process production by confirming required specifications, conducting visual checks in Excel, and communicating the required adjustments to the production supervisor. ● Documented and updated inspection results by completing reports and logs, ensuring accurate record-keeping. ● Collaborated with the Data Analytics team to improve data gathering methods, contributing to a 99.7% delivery accuracy.